Guest Services Lead

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

 Guest Services

• Greet guests warmly and professionally upon arrival and departure.
• Assist guest inquiries politely and respectfully.
• Source and provide accurate information about hotel amenities, promotions, and local attractions to guests and fellow team members.
• Handle guest requests, complaints, and service recovery with professionalism.
• Maintain accurate records and ensure compliance with hotel policies.

Valet Services

• Safely park and retrieve guest vehicles in designated valet areas.
• Maintain organized tracking of keys, tickets, and vehicle information.
• Assist guests with loading/unloading items from vehicles.
• Occasional travel to airport with guest.
• Monitor the valet area for cleanliness, safety, and traffic flow.
• Drive both automatic and manual transmission vehicles.

Bell Services

• Escort guests to rooms while handling luggage with care.
• Deliver amenities, packages, and other items to guest rooms as requested.
• Assist with group arrivals/departures and coordinate luggage storage.
• Maintain the cleanliness and organization of the bell desk and storage areas.

General Responsibilities

• Communicate effectively with Front Office, Housekeeping, Security, and other departments.
• Ensure all Guest Service staff uphold grooming, uniform, and gaming license standards at all times. 
• Follow and ensure compliance with safety, security, and guest privacy protocols.
• Maintain awareness of hotel operations and guest satisfaction.
• Assists with covering shifts when scheduling gaps are present. 
• Perform other duties as assigned by management.
• Regular and reliable attendance is a fundamental requirement of this position. Employees are expected to be punctual and consistently present during their scheduled work hours to ensure the effective and efficient operation of the business.

QUALIFICATION REQUIREMENTS:

• Ability to drive both manual and automatic transmission vehicles.
• Excellent customer service and communication skills.
• Professional appearance and demeanor.
• Availability to work flexible shifts, including weekends and holidays.

EDUCATION AND/OR EXPERIENCE:

• One (1) or more years of hospitality or related experience is required.
• Experience leading teams in customer service initiatives is preferred. 
• A high school diploma or equivalent is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS: 

• Valid driver’s license with a clean driving record (required for valet duties)

PHYSICAL DEMANDS:

• Ability to lift and carry luggage up to 50 lbs and stand/walk for extended periods

COMPENSATION AND BENEFITS:

$18.00+ an hour based on experience

Full House Resorts provides a robust benefits package for all employees and eligible family members, including:

• Health & Wellness: Medical (full-time only), HSA, FSA, Dental, and Vision coverage.

For the employees, Full House Resorts provides: 

• Financial Security: Life insurance, disability coverage, and supplemental benefits.
• Retirement Savings: 401(k) plan after 90 days, with company matching after one (1) year of service
• Paid Time Off: Generous PTO program.
• Convenient Transportation: Free shuttle service from Colorado Springs and Woodland Park.
• Wellness Perks: Complimentary local gym membership.
• Professional Growth: Tuition reimbursement and career development opportunities.
• Exclusive Discounts: Employee savings on hotel and resort services.